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Key/Essential Functions & Responsibilities

Accepts calls from patients referred to PHC for medical services and collects information required to schedule appointments, assist callers or redirect calls. For assignments to CST, answers inquiries and schedules appointments via return phone calls or emails for rehabilitation, nutrition or mental health services.
Completes registration process by obtaining patient demographic and insurance information and entering required data into scheduling database.
Provides information regarding services, sliding scale fees and/or appointments to callers.
Assists callers with determining appropriate services and/or identifying available providers and with preliminary assessment of potential eligibility for services, if assigned to CST.
Determines appointment type and length based on patient needs and schedules appointments for services using appropriate scheduling templates.
Enters notes on patient records to facilitate rescheduling and to record other information, including documented eligibility for CST services, as needed.
Collects information needed to assist in connecting callers to appropriate departments for non-scheduling related inquiries and routes calls or takes messages, as applicable.
Escalates callers with complaints or issues to supervisor or other identified staff, as directed.
Participates in department meetings.
Performs all related work, as assigned.

For PHC, experienced Patient Services Specialists may be selected for assignment as Senior Patient Services Specialists and will perform the following tasks, in addition to the above:

Assists in training new Patient Services Specialists and with handling difficult callers and/or complex calls
Serves as back-up to the Call Center Supervisor for setting up and modifying provider scheduling templates
Maintains shared file containing job aids and procedures used by Call Center staff
May collect or review data and prepare regular or ad-hoc reports relating to scheduling and appointments (e.g. scheduled visits, available appointment slots, etc.)

Minimum Qualification Requirements including education, experience, licensure/certification, etc. and essential physical capabilities (e.g. lifting, assisting lifting, standing, etc.)

High School diploma/GED; and
At least six (6) months’ experience assisting customers and/or callers, preferably in a customer service capacity; and
Ability to work on Saturdays on a regular, rotating schedule (at least once every 2 months) for PHC assignments
Above average verbal communication skills
Basic computer and written communication skills – including email, utilizing Workday and related systems (DA, etc.) to complete tasks

Senior PSS (PHC only) must also meet the following additional requirements:

One year of call center experience in a medical environment

Preferred Qualification Requirements (desired requirements beyond MQRs above)

College credits and/or degree
Prior experience in a call center environment or as a receptionist receiving a high-volume of calls and/or email inquiries
Prior experience in healthcare
Ability to speak a second language, ideally Spanish, Cantonese and/or Mandarin

Schedule: Monday to Friday 9am to 5pm

Pay rate: $17.00

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a Vietnam or disabled veteran. YAI is an Equal Opportunity Employer.